• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution. • Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues. • Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance. • Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput. • Perform smoke testing and post-release validation to confirm data integrity and system stability. • Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation. • Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent. • Support and validate configuration syncs from baseline to upper environments. • Analyze, validate, and reconcile interface outputs, extract files, and database feeds. • Validate X12 EDI transactions for structure, content, and processing outcomes. • Support Business Analysts by translating functional requirements into technical specifications and solution models. • Participate in design and requirements workshops, providing technical insight to ensure business and technical alignment. • Support System Integration Testing (SIT), User Acceptance Testing (UAT), and performance testing by validating data and system behavior. • Clearly document and communicate technical findings, risks, root causes, and resolution approaches to stakeholders.

• Respond to clients through support channels (chat, email, ticketing system and, when necessary, phone or meetings); • Guide users on using the platform, its features and best practices; • Perform initial analysis of requests, quickly identifying the nature of the issue; • Resolve low-complexity requests using defined flows, documentation and playbooks; • Accurately log all interactions in the system, ensuring a complete history and traceability; • Classify and categorize tickets appropriately, prioritizing according to impact and urgency; • Escalate issues to Level 2 Support when necessary, providing clear context and complete information; • Contribute to the knowledge base (FAQs, articles and documentation improvements); • Support the identification of recurring problem patterns and share insights with the team; • Work with a focus on quality and speed, balancing ticket volume with customer experience; • Monitor performance indicators (CSAT, response time, SLA) with a focus on continuous improvement.

• Diagnose and resolve high-priority, complex technical issues • Conduct thorough root cause analysis of recurring issues • Ensure high ticket productivity while maintaining a minimal backlog • Manage and prioritize incidents and service requests using internal tools • Serve as the main escalation point for critical issues • Provide On Call support in rotation including weekends • Work with cross functional teams to drive resolution to critical customer issues

• Prestar suporte eficiente aos usuários, atendendo chamados e solicitações relacionados a falhas em sistemas. • Resolver problemas simples de hardware e software, como instalação de programas, configuração de dispositivos e diagnóstico de erros comuns. • Identificar quando um problema requer intervenção de um nível superior e seguir os procedimentos e protocolos estabelecidos para escalonamento e resolução, garantindo a continuidade dos serviços e o bom funcionamento dos sistemas. • Atendimento de chamados de Help desk de primeiro nível via Chat, WhatsApp e e-mail; • Realizar acesso remoto em momentos de necessidade com o cliente; • Realizar análises de tickets e dar a tratativa necessária até que o mesmo seja concluído; • Acompanhamento do cumprimento de SLA; • Instalação e configuração de softwares (Ex: VPN, Friday); • Ler documentação e saber procurar nas bases de conhecimento; • Atender no modelo de plantão;